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Top Seven Airline Customer Service Moments of 2013

Stocks in this article: AAL UAL

US Airways Flight Attendant Gives His Own Clothes to a Passenger

Last spring, on a flight from Charlotte to Philadelphia, US Airways flight attendant Michael Delano gracefully handled the problems of two passengers who encountered problems in flights. Delano, based in Phoenix, has been on the job for 30 years.

First, an elderly man, traveling by himself, soiled himself: His clothes were ruined and his seat was sullied. "Michael tenderly assisted the gentleman into the lavatory and with donated baby wipes, from a fellow passenger, helped clean up the gentleman and the seat," according to an employee publication.

"The passenger's clothes were so badly soiled that they were not suitable to wear," the story said. "Knowing blankets would not suffice; Michael then went into his own suitcase and gave the passenger his own clothing."

Meanwhile, another passenger became ill and also required Delano's assistance. "Michael continued to assist both passengers with grace and compassion, while still performing his flight attendant duties for the duration of the flight," the publication said. "What was so amazing was how Michael didn't hesitate to help in situation that was beyond undesirable." 

US Airways awarded Delano a chairman's award, its highest employee honor, for his efforts.

American Pilot Buys Pizza for Delayed Passengers

On Nov. 17, New York City resident Jack Rosenthal was aboard Flight 362 bound from Chicago to New York LaGuardia when a tornado-related storm accompanied by heavy rain and winds delayed the departure for about three hours.

"This was as different as could be from the horror stories reported by passengers trapped on flights held up for hours without water or news," Rosenthal wrote, in a letter to the airline. He said that Captain John Silverberg "gave frequent information updates. He kept the plane at the gate with the door open and invited anyone to deplane if they so wished."

After about two-and-a-half hours, Silverberg announced that he imagined passengers might be getting hungry. A few minutes later, flight attendants began serving Wolfgang Puck pizza to everyone on board. "The attendants said Captain Silverberg had paid for it out of his own pocket," Rosenthal wrote. "I'm guessing that there were 150 passengers on board and that the cost must have been about $200."

The flight took off about three hours late and made up a little time on its way to LaGuardia.

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